Case Study: Loom improves support response speed with Fivetran

Loom improves support response speed by activating real-time customer data

Loom, a North America-based B2B technology company behind video messaging software, needed a better way to use its customer data across support and go-to-market tools. After relying on Segment for raw event streams, the team found it difficult to act on modeled insights from its Snowflake warehouse, which created bottlenecks for support triage and feature release workflows.

Loom implemented Fivetran Activations to sync transformed data from Snowflake into Zendesk, Salesforce, and Intercom, enabling SQL-driven, automated data activation without building or maintaining custom pipelines. With Fivetran, Loom improved support response speed, resolved 100K+ Zendesk tickets during a surge in demand, and gave teams access to a consistent customer 360 for faster, data-driven decisions.

Loom

Buddy Marshburn

Senior Data Scientist